I made a flight booking to Macau on 14 Jan 2010 and return to
Singapore on 18 Jan 2010 few months back. Recently I received an
email from Tigerairways stated that the flight schedule has been
reschedule to 14 Jan 2010 (departure) and 19 Jan 2010 (return). In
their email, their give me 4 options: 1. To change the flight
within 7 days either
side of the flight dates above; 2. To change flight to any other
date beside that +/- 7 days period with additional cost; 3. Refund
the air ticket fate; 4. Flight credit to be issued to the value of
the fare and to be used later.
Not wanting to spend another day away, I called to the
Tigerairways's customer service center to make amendment to
departure on 8 Jan 2010 and return on 11 Jan 2010. The customer
service officer who attended to me, named Jessica, told me that I
can only change to date that falls WITHIN 7 DAYS either side of
date. I was thinking: ok, maybe it should be 19 Jan - 7 days = 12
Jan, so I rescheduled again to 12 Jan instead. To my surprise, she
told me the earliest would be 13 Jan because the 7 days term is
INCLUSIVE of the departure and return date!!! I try to made
complaint and argue with the customer service officer because in
the email it did not stated that the 7 days either side is
inclusive of the departure/return dates. After consulted her
manager, they still insist that they are correct and will not
entertain any changes beyond 13 Jan.
First, I think this is unfair to me as a consumer to accept that
because it is NEVER stated the inclusive of neither departure nor
return date when calculating the 7 days period in their email to
me. Secondly, I would like point out that Tigerairways has been
react very poor in their customer service response. I was waiting
for the phone for more than 30 minutes in order to get through and
that was the 3rd time I made the call. I hope the management of
Tigeriarways should look into this matter seriously. The terms
should be stated clearly and not to be informed to the consumer
only the time when we made the change.
By the way, anyone have
suggestion how to made a formal complaint beside to CASE?
Thanks.